Key member of the leadership team accountable for overseeing XX% of the organization’s business representing more than $X.XMM in annual revenues for an outsourced customer support provider. Responsible for the operational strategy, development, and growth of 155 delivery support team members to NICE’s thousands of customers throughout North America and the Caribbean. Accountabilities encompass recruiting, training, business development, IT, human resource functions, customer service, and account management.✔Direct 9 managers, 16 support staff and 120 agents and 100K contacts/interactions monthly via various contact mediums including voice, chat, email, and social media.✔Established unified structure of global IT operations SLAs based on creation of priority ticketing system. Resulted in streamlining of various admin level access based on user and ticket type to further improve turnaround time, mitigate redundancy of issues, monitor IT utilization and bandwidth, and provide increased visibility to the organization/clients on resolution of issues.✔Conducted a global realignment/retooling of roles and correlating compensation.* continued below *

* continued from above *✔Created performance evaluations in accordance with job level to be administered quarterly. As a result, a work history is now established and defined when determining any potential compensation changes. ✔Restructured/realigned global company roles/scope of work for all production staff from agents to senior management for improved understanding and visibility of current and future growth capabilities.✔Conducted a global analysis of employee compensation post-role realignments. Identified scope of work inefficiencies based on realignment/compensation leveling. Reduced benefit/compensation costs and redundancy benefit recommendations by $XXK annually.✔Developed a budget per LOB/account based on global (internal/external) budget. ✔Championed the expansion of operations for a key account to an additional site Manilla to establish redundancy, expand hours of operation, develop additional skill sets with a focus on the technical side, reduce costs, and improve SLAs.

Oversaw and managed the performance of 80+ agents and 75K contacts/interactions monthly providing client support for billing inquiries, service concerns, and product information. Areas of accountability encompassed service, quality, performance objectives, productivity, benchmarking against objectives, strategic planning, call management performance improvement, escalations, and budgets/cost control. Required extensive involvement with client accounts. Recruited, trained, mentored and supervised departmental staff ensuring quality standards were continuously met/exceeded. Managed 5 managers and 10 support staff.✔Created and deployed global work-from-home initiatives in accordance with all Jamaican government guidelines during COVID-19 pandemic. Included WFH SOP changes/updates with regard to core KPIs, overseeing of equipment logistics offsite, and forecasting to ensure minimal production interruption/decrease in service levels, and maintenance for business continuity.✔Increased save/retention rates from X% to XX% by implementing a down-sell process (goal XX%).✔Attained a X% increase year-over-year (last 2 years) with addition of refresher training (currently XX%).✔Developed/implemented innovative strategies to reduce, exceed, and maintain FRT (goal 60 seconds) for multiple LOB’s/contact mediums. Currently 38 seconds for chat and 27 seconds for voice.* continued below *

* continued from above *✔Increased tech transfer rates X% by modifying agent call/chat flows. This resulted in a X% decrease in cancellations.✔Presented, planned, implemented, and executed growth/expansion plan of new contact medium (chat) for function of improved consumer experience. This was achieved by increasing utilization and providing team members with the ability to handle multiple contacts at a time resulting in reduction of FRT, overall handle time, charge back reduction, increased customer lifecycle, and decreased need for additional staff (decrease in cost per contact to client). Resulted in a XX% increase in headcount. ✔Increased utilization by implementing productivity-specific reporting and metrics resulting in reduction of missed calls (XX% threshold created) and increased uptime. XX % increase for T2 and XX% increase for T1.

Key member of the sales team spearheading the acquisition and growth of new business, as well as the expansion of existing customers capitalizing on strategic selling opportunities and marketing of innovative healthcare solutions. Effectively promoted products to individuals to drive membership enrollments. ✔Served as a trusted advisor to members guiding, educating and enrolling them into plans. ✔Leveraged relationships with key medical providers and community support groups to generate referrals and new business.✔Always 110%+ to goal and produced 180+ enrollments annually.

Directed all aspects of business development for this contingency recruitment firm for the oil and gas industry. Emphasis on overseeing growth and maintenance of all North American business including expansion into additional industries not included under company’s current portfolio. Managed and mentored a staff of account managers and reported directly to the Senior Vice President.✔Traveled to client base 1-3 times per month to perform surveys, audits, and continued growth strategies with senior management.✔Championed the development of a more robust recruitment process and the implementation of recruitment innovations, leading to an increase in production of 27% YOY in 2017, as well as exceeded enterprise production goal by 61%.✔Implemented new closing protocol for recruiters, resulting in a 22% decrease in Time-To-Fill across three service lines.✔Created new sourcing strategies which lead to increase in attracting passive candidates to the company by 14%.✔Effectively execute the company's vision and strategy while cultivating strong relationships with senior executive leadership.

Responsible for establishing, and maintaining advertiser/publisher relations to provide incremental growth for the business. ✔Grew client base from 5 to 60 and gross monthly review from $20K to $700K.✔Implemented and shared product best practices that grew revenue and sales.✔Maintained 85% of current customer base by providing exceptional customer service. ✔Achieved 147% Quota attainment in 2015. ✔Proactively reviewed quarterly client business needs and trends expanding current client business by 22%.✔Consistently a top performer, meeting and exceeding monthly sales goals.

Proactively recruited as part of the startup team accountable for managing day-to-day operations of the home services sales center. Managed a staff of two managers and 20 sales reps. ✔Coached and developed sales reps, tracked and implemented sales reporting, and maximized inbound traffic.✔Created and implemented the company’s sales training curriculum, and conducted training for all new hires.✔Developed and implemented cross-sell integration transfer process from broadband division to provide additional inbound traffic for home security division and increase revenue while alleviating additional company spend of SEO, DM, and PPC marketing dollars

Oversaw team of trainers for both sales and tech support for all company sites (Florida, Jamaica, and Costa Rica).✔Ensured training was executed accordingly with curriculum and that all teams met sales goals and other metrics within allotted time frame to graduate to production floor.✔Communicated with recruiting and sales floor regularly to ensure the right agent was brought in during on-boarding process and maintained all metrics once in production.✔Facilitated training updates on a regular basis for all sites for product, systems, and process changes.✔Held weekly classes of up to 35 new hires in preparation for production including orientation, product knowledge, proper sales technique, systems training, and compliance.✔Effectively identified talent level of each new hire for proper placement in production to avoid higher attrition rates.

Promoted to build and manage a team handling customers who called in with complex billing questions and/or to cancel their services in an effort to retain their business. Emphasis on adding incremental value, increasing customer loyalty, and delivering exceptional customer care. Provided leadership for a team of 70 billing/retention agents, 5 managers, and 5 administrators.✔Served as a SME and liaison with other areas of the organization to provide a seamless service experience.✔Team consistently ranked in the top 3 in the company exceeding performance standards via the customer service agent score card.✔Spearheaded the migration of operations from the Florida corporate office to Montego Bay, Jamaica, 03/2013-04/2013. Included talent acquisition, training, coaching, and developing of new hires for both floor agents and management staff.✔Formulated and implemented reporting and processes for growth and optimization of the business. ✔Consistently exceeded goals for retention, cancellations, chargebacks, and refunds.

Managed daily operations of a sales team promoting home security services to potential clients generating over $9MM in annual sales bearing full P&L accountability. Built and oversaw team of 30 sales agents and 3 managers with emphasis on maintaining sales goals, minimizing cancellations, maximizing leads, and meeting other KPI metrics.✔Exceeded sales and profitability goals every year while also coming in under budget.✔Provided inspirational leadership and strategic direction to Sales Representatives to achieve performance objectives.Collaborated with lead vendors and various dealers throughout the US to ensure optimization of company spend on marketing dollars, as well as strategies to maximize profits and cost per acquisition. ✔Surpassed annual incentive plan by an average of 137% of target, FY 2012.✔Achieved 116% to plan, FY2011.

Responsible for receiving and maximizing sales calls for customers interested in purchasing cable, internet, and or home phone from various partners such as Comcast Cable, Time Warner Cable, Dish Network, AT&T, Verizon, etc.✔Effectively utilized suggestive sales techniques to upgrade the customer's account with additional products and services. ✔One of the top ranked sales representatives in the company during tenure consistently exceeding goals and quotas.✔Selected as a mentor for new and existing sales associates.